Complaints Handling & Dispute Resolution

If You have a complaint about an insurance product issued by Us or a service You have received from Us, including the settlement of a claim, please contact Your intermediary to initiate the complaint with Insurance Facilitators. If You are unable to contact Your intermediary, call Insurance Facilitators on (08) 8372 4020 or email.

When You first let Insurance Facilitators know about Your complaint or concern, the person trying to resolve Your complaint will listen to You, consider the facts and attempt to resolve Your complaint immediately.

If Your complaint is still not resolved to Your satisfaction, We will refer Your complaint to Our Internal Dispute Resolution Committee.

You may also contact our Internal Dispute Resolution Committee Yourself:

HGSNZdisputes@hdi-specialty.com
HDI Global Specialty SE - New Zealand 
Level 19, 20 Martin Place, Sydney, 
NSW, 2000, Australia 

Your dispute will be acknowledged in writing within 5 business days of receipt and include the name and contact details of the person dealing with your dispute. You will be kept informed of the progress of our review of your dispute at least once every 20 business days. The length of time required to resolve a particular dispute will depend on the individual issues raised, however in most cases you will receive a full written response to your dispute within 10 business days of being in receipt of all necessary information including having completed any investigation required. We will also keep you informed of any delays that may come up from time to time from third parties.

Member Fair Insurance Code LogoOur responsibilities and commitment to you throughout the dispute process can also be found in the Fair Insurance Code that can be accessed here https://www.icnz.org.nz/individuals/about-the-code/.

If You are not satisfied with the finding of the Committee, or if We have been unable to resolve Your complaint within eight (8) Weeks, You may contact Our external independent dispute resolution scheme. This service is free and may help investigate or resolve the complaint. We are a member of the Insurance & Financial Services Ombudsman (IFSO) approved dispute resolution scheme.

You can contact the IFSO at:

PO Box 10-845 Wellington 6143 New Zealand
Phone: 0800 888 202 or +64 4 499 7612
Fax: +64 4 499 7614 
info@ifso.nz www.ifso.nz

There is no cost to You to use the services of IFSO.

If you think you’ve been discriminated against by us throughout the dispute process ,you can contact the Human Rights Commission on 0800 496 877 or through its website www.hrc.co.nz.